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A leading source of actionable insights into workforce management, software solutions, and industry trends to help contact center professionals perform their best.

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8 Ways to Improve Call Centre Employee Engagement
Employee Engagement

8 Ways to Improve Call Centre Employee Engagement

Carolyn Blunt 3 min read
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Level up Coaching and Customer Service with Speech Analytics
Operations Management

Level up Coaching and Customer Service with Speech Analytics

Carolyn Blunt 4 min read
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The Secret to Call Center Budgeting
Operations Management

The Secret to Call Center Budgeting

Charles Watson 4 min read
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5 focus areas for perfect contact centre performance
Operations Management

5 focus areas for perfect contact centre performance

Carolyn Blunt 8 min read
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How Call Center data helps you improve operations
Operations Management

How Call Center data helps you improve operations

Charles Watson 4 min read
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Building a strong relationship between WFM and Operations
WFM Strategy

Building a strong relationship between WFM and Operations

Charles Watson 4 min read
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How to manage a volatile workload by being smart with flexibility
Scheduling

How to manage a volatile workload by being smart with flexibility

Chris Rainsforth 4 min read
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How to Improve Employee Engagement with Creative Scheduling Strategies
Employee Engagement

How to Improve Employee Engagement with Creative Scheduling Strategies

Darren Deehan 5 min read
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Three Top Tips to Improve your Real-Time Adherence Battle Plan
Intraday Management

Three Top Tips to Improve your Real-Time Adherence Battle Plan

Charles Watson 4 min read
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Your call center forecast is probably missing this critical factor
Forecasting

Your call center forecast is probably missing this critical factor

Charles Watson 4 min read
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10 Daily Habits of Successful Workforce Planners - Part 2/2
WFM Strategy

10 Daily Habits of Successful Workforce Planners - Part 2/2

Chris Dealy 2 min read
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How to Apply Erlang C in Call Center Planning with Excel
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